Best Buy Store Purchase

[Bseo]

I pre-ordered the Note 20 Ultra on August 6th online for pick up at the Rockville (store 293) location. I go in today and the phone is not ready for pickup. I go to another best buy location and they told me that the #293 store had 1 but did not "receive it" yet. The other store told me that the phone's imei is apparently already linked to my account which means they physically have it. So why am i not getting a notification to pick up?

[Allison-BBY Social Media Specialist]

Hi, Bseo, and welcome to our online community!

Thanks for reaching out to us on the forum for support. The Note 20 Ultra looks awesome, and I'm sure you've been anxious to get your pre-order. I hate to hear about the issues you've encountered with your pickup, and I'd like to do what I can to help.

Can you please provide an update to this situation? Have you been able to secure your order for pickup?

All the best,

[Bseo]

I was able to pick up the device the following day. It was just frustrating that the device was not ready on the intended date. You could call it being greedy or entitled or whatever but a large company like Best Buy not being prepared for a pretty big release seemed a bit unprofessional. I spoke with a customer support rep on the phone and they had told me to "Just wait. Go back to the store when they tell you to" seemed like a pretty unprofessional response especially without an explanation. The in-store rep told me "it's not ready. Come back when it's ready. We don't know when it'll be ready?" I don't normally complain about issues like this because I used to work in retail myself so I know how it can be sometimes. But this was unacceptable.

[Allison-BBY Social Media Specialist]

Bseo, 

I completely understand your concerns with your experience, and I apologize for the runaround and lack of communication you received. If you'd like to send me a private message including your full name, email, and phone number, I'd be happy to record your feedback in our corporate system. You can find the blue option to message me to the right of my name below.

Regards,